INC219263 – Central 1 UCS 17-minute Service Degradation - RESOLVED

Update timeline

1. resolved Apr 02, 2026, 01:01 AM UTC

   Central 1 received alerts starting around 4:20 p.m. PT (7:20 p.m. ET) for UCS service degradation (around 50% reduction in traffic), impacting e-Transfers, Bill Payments and Remote Deposit Capture (RDC) Payments Services, and login services (OIDC) to Digital Banking (Forge and MemberDirect). The service degradation lasted from 4:17 TO 4:34 p.m. PT (7:17 to 7:34 p.m. ET) (17-minute degradation) when services recovered and have remained stable. Central 1 teams are working on the assessing the point of failure and will continue to monitor for service stability throughout the evening. A postmortem will be completed within the next two weeks. Central 1 - [email protected] - 1.888.889.7878, press 1

2. postmortem Apr 09, 2026, 05:56 PM UTC

   **Postmortem: INC219263 – UCS Service Degradation Impacting Payments and Digital Banking** On April 1, 2026, between 4:17 p.m. and 4:34 p.m. PT \(7:17 p.m. to 7:34 p.m. ET\), Central 1 experienced a service degradation affecting multiple payment and authentication services. During this 17-minute window, clients may have experienced intermittent issues with Interac e-Transfers \(3.4/Iso8583\), Bill Payments, Remote Deposit Capture \(RDC\), and login services supporting the Forge and MemberDirect Digital Banking platforms. Service performance degraded, resulting in 50% traffic failing in the impact window. Service self-recovered at 4:34 p.m. PT \(7:34 p.m. ET\) , with all services remaining stable thereafter. We recognize the importance of these services to your operations and sincerely apologize for the disruption experienced during this time. **Point of Failure**: The degradation coincided with an unauthorized infrastructure event involving Central 1’s virtual firewall environment in Microsoft Azure. A hot-plug activity \(adding or removing a component or device from a server while it is active\) performed by our vendor, Palo Alto Networks, triggered an unexpected firewall reboot during business hours. This resulted in a brief interruption to network traffic, impacting upstream services. The issue was resolved by the vendor without requiring intervention from Central 1, and services recovered immediately following the event. **PRB011705 - Corrective Actions:** * PTASK0010529 – Vendor Patching Maintenance Enhancement - COMPLETED Central 1 has formally escalated this incident with Palo Alto Networks to reinforce adherence to agreed maintenance windows and change management expectations. We are working with the vendor to ensure that any future infrastructure activities are either conducted within approved maintenance windows or communicated in advance to prevent unintended service impact. Internally, we have opened a high-priority problem record \(PRB011705\) to further assess monitoring, vendor coordination, and response readiness, ensuring improved visibility and faster validation of root cause in similar scenarios. We recognize how important these services are to your operations and apologize for the disruption, truly appreciating your patience during this event. Jason Seale | Director of Client Support Services | [[email protected]](mailto:[email protected]) 778.558.5627